Lead Automotive Customer Service Representative (Service BDC Agent)

Groove Toyota•Englewood, CO

About The Position

We are seeking an experienced and motivated Lead Service BDC Agent to oversee daily customer communication for our Customer Service Department. This role is ideal for someone who excels at customer service, leads by example, and thrives in a fast-paced automotive environment. You will serve as the point person for Service BDC agents while ensuring exceptional customer experiences and strong appointment-setting performance.

Requirements

Automotive dealership experience required (Service BDC or Service Advisor experience preferred)
Strong leadership and coaching skills
Excellent verbal and written communication skills
Comfortable handling high call volume and multitasking
Proficient with CRM systems and dealership software (CDK preferred)
Professional, positive, and customer-focused attitude
Reliable, organized, and detail-oriented
Must be at least 18 years of age
Valid in-state driver’s license and have and maintain an acceptable, safe driving record
Ability to pass a pre-employment background check and drug screen for illegal substances
Authorized to work in the United States

Responsibilities

Handle inbound and outbound customer calls, texts, and emails related to service appointments
Lead, support, and coach Service BDC agents to meet daily and monthly performance goals
Monitor call quality, appointment accuracy, and follow-up processes
Assist with scheduling service appointments and confirming upcoming visits
Resolve escalated customer concerns professionally and efficiently
Maintain accurate customer information in the CRM and DMS
Collaborate closely with Service Advisors and Service Management
Track performance metrics and assist with reporting as needed